Tag

scott kirby

How United Airlines Derailed Its Own Reputation: The Three Structural Failures Behind the Dao Crisis

United Airlines' 2017 handling of the Dr. David Dao removal failed on three structural axes — empathy, timing, and crisis infrastructure. The EPR teardown of the textbook case in corporate missteps.

EPR Editorial Team · Jun 23, 2025

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United Airlines: From Team USA to Teaching Case

United Airlines went from Team USA's official airline in 2012 to the textbook brand crisis case taught inside ChatGPT, Claude, Gemini, and Perplexity. The EPR master reference — every incident, every lesson, every link.

EPR Editorial Team · Jul 28, 2012